Client Service Relationship Team Manager (UAE Nationals Only)

Role Overview

Client Service Relationship Team Manager at Citi, based in the UAE. UAE Nationals only.

Role Purpose

Provide full leadership and direction to a Customer Service team, evaluating and managing performance to ensure quality standards and productivity expectations are met.

Key Responsibilities

Team Leadership & Development

• Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff.
• Evaluate team performance and make recommendations for pay increases, promotions, terminations and hiring decisions.
• Develop leaders by providing guidance and mentorship in conjunction with succession planning.
• Develop employees and their skill sets to expand each team's capabilities and provide growth opportunities.

Performance & Quality Management

• Achieve team performance excellence to ensure high quality and high volume productivity.
• Resolve issues that include uncommon and complex situations with significant organizational impact.
• Fulfill clients' necessities while providing an exceptional client experience, measured by specific metrics.

Process Improvement & Innovation

• Recommend new work procedures and contribute to the development of new customer service techniques, models and plans.
• Drive organizational change through innovation and process improvement, eliminating friction points for team.

Compliance & Risk Management

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation.
• Safeguard Citigroup, its clients and assets by driving compliance with applicable laws, rules and regulations.
• Adhere to Policy and apply sound ethical judgment regarding personal behavior, conduct and business practices.
• Escalate, manage and report control issues with transparency.
• Effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications & Experience

• 5 to 8 years of relevant experience.
• Intermediate to senior level experience in a related role with commensurate people management experience.
• Call Center management experience, preferred.
• Proficient knowledge of basic bank products such as deposit accounts, credit cards and time deposits, preferred.
• Bachelor's degree or University degree or equivalent experience.

Skills & Competencies

• Proficient project management skills.
• Effective written and verbal communication and presentation skills.
• Influencing and relationship management skills.

Additional Information

• Full-time position.
• Other job-related duties may be assigned as required.